AccountId: 011433970860
ContactId: bf44baba-a3c3-4307-998a-d43493f1e460
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 131389 ms
Total Talk Time (AGENT): 38811 ms
Total Talk Time (CUSTOMER): 57020 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/bf44baba-a3c3-4307-998a-d43493f1e460_20250625T20:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII] and I'm calling from a provider's office and I'm checking on a claim.
[AGENT][NEUTRAL] Hey [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yep, my direct line is [PII].
[AGENT][NEUTRAL] OK, thank you. And what's the policy number for that patient?
[CUSTOMER][NEUTRAL] I have 01947648.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII], last name [PII] R. I have a date of [PII].
[AGENT][NEUTRAL] OK, and you said claim status, correct?
[CUSTOMER][NEUTRAL] Yep, just have one.
[AGENT][NEUTRAL] OK, what's that data service and bill charges.
[CUSTOMER][NEUTRAL] Yep, data service here is [PII].
[CUSTOMER][NEUTRAL] Total on the claim that was sent to Medicare was $2,912.00. The balance that went to you was $1,716.53.
[AGENT][NEUTRAL] Yeah, it looks like we don't have it on file. Can you resubmit that?
[CUSTOMER][NEUTRAL] Yes I can. What's the correct address to send that to?
[AGENT][NEUTRAL] The correct address is [PII].
[AGENT][NEUTRAL] And it's [PII].
[AGENT][NEUTRAL] The zip code is [PII].
[CUSTOMER][NEUTRAL] Reference numbers for you today?
[AGENT][NEUTRAL] Uh, it's just my name, [PII], first initial to last name, [PII], and today's date. Anything else I can help with today?
[CUSTOMER][POSITIVE] No, that's it. Thank you very much. You have a good day.
[AGENT][POSITIVE] OK, thanks for calling APL you too bye bye.
[CUSTOMER][POSITIVE] Thanks. Bye.